AutoAid India | Contact Center Manager | india
3 weeks ago
Job Summary:
The Contact Center Manager (CCM) is responsible for overseeing and enhancing the customer experience by managing customer relationships, resolving inquiries, and ensuring satisfaction. This role involves leading a team of customer service representatives, implementing customer engagement strategies, and collaborating with other departments to improve overall service quality.
Key Responsibilities:
- Customer Engagement: Develop and implement strategies to enhance customer engagement and loyalty, ensuring a positive customer experience at every touchpoint.
- Team Leadership: Manage, train, and mentor a team of customer service representatives, setting performance goals and providing ongoing feedback.
- Issue Resolution: Address and resolve escalated customer issues, ensuring timely and effective solutions that promote customer satisfaction.
- Data Analysis: Monitor customer feedback and service metrics, analyze trends, and identify areas for improvement in customer relations.
- Collaboration: Work closely with sales, marketing, and product teams to align customer service strategies with business objectives.
- Reporting: Prepare regular reports on customer satisfaction, service performance, and team effectiveness to inform management decisions.
- Training & Development: Develop training programs and resources to enhance the skills and knowledge of customer service staff.
- Policy Development: Contribute to the development and implementation of customer service policies and procedures that promote efficiency and customer satisfaction.
Qualifications:
- Bachelor’s degree in Business Administration, Communications, or a related field.
- 5 years of experience in customer service or relations, with at least 3 years in a supervisory role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in CRM software and customer service tools.
- Ability to analyze data and generate actionable insights.
- Strong problem-solving skills and a customer-focused mindset.
Preferred Skills:
- Experience in (specific industry, if applicable).
- Knowledge of customer service best practices and trends.
- Familiarity with conflict resolution techniques.
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